Voyager Focus US Bricked after update

[olivierEcn]

I attempted to updated my Plantronics/ Poly Voyager Focus to the latest firmware this morning while connected to my PC via USB cable. After the update process was completed in the Poly Lens app, the headset immediately showed as "Not Connected" and now appears to be completely dead! No reaction when I toggle the on/off button, no "connected" audio announcement, no light, nothing. Battery was and is fully charged. Any idea how to fix this please? Is there a combination to push on the headset to reset it?

[SteffenBaierUK]

Hello @olivierEcn ,

Welcome to the HP Poly community.

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier

[Meghana_10]

Hello @olivierEcn Welcome to the HP Poly Support Community. 

Thank you for posting your query.

Could you please power cycle the Poly Voyager Focus UC?
 

1. Power Off: Slide the power switch on the headset to the "off" position. 
2. Power On: Slide the power switch to the "on" position. 
3. Reset Sensors (Optional):
   • Charge the headset for 10 seconds. 
   • Power on the headset while holding the mute button for more than 4 seconds until the LEDs flash purple 4 times. 

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or it solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Meghana

[olivierEcn]

Your solution doesn't work.

I got no light on the headset.

I go some "dong" from PC when I pull the headset from dock.

[Meghana_10]

Thank you for the update, @olivierEcn.

Could you please connect the headset directly to the PC instead of the dock and check once again?

Regards,
Meghana

[olivierEcn]

Same result with usb cable

[Meghana_10]

Thank you so much. @olivierEcn 

It seems like you have tried almost all the troubleshooting, and it looks like the headset is faulty. I would request that you contact HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

https://support.hp.com/us-en/poly

Regards,

Meghana

[helba]

Just want to report that this exact same thing happened to me this week when updating to newest firmware. Headset is now bricked and nothing turns it back on following all of the above steps plus more. Same exact model.

[Meghana_10]

Hello, @helba Welcome to the HP Poly Support Community. 

Thank you for posting your query.

I would request you to try charging the headset for some time and try switching it on.

If the issue still persists, then I would request that you contact HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Meghana

[Avelir]

I also decided to upgrade to the latest software version in poly lens.It gave the same error, the earphone is dead and it does not turn on, when connected via a cable, the computer outputs a sound that the earphone is connected.